Question about My TELUS web

I called tech support about this problem and it was a complete waste of time. The person told me this behaviour is expected because it's part of 2FA. I tried to explain that I'm not even using 2FA and I know for a fact that this problem doesn't happen all of the time, but the person I spoke with was clueless (not surprising, due to the lack of training and lack of English proficiency). I take care of the Telus accounts for a couple of senior family members and I don't have this problem logging into their accounts. Why is it happening to my account?

In telus.com/my-telus/profile/two-step-auth/account-activities, there is a list of all the trusted devices. The particular device I'm using doesn't show up, even though I have click "trust this device" every time I log in. There were a couple of other devices in the list. I cleared them to see if that would make a difference, but it didn't.

 Something is clearly not working as expected. I would appreciate if someone from Telus would look into this.